Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earlier this year i purchased the Instaprotek coverage my phone screen when I bought my new phone. A couple months later the phone slipped from hand and landed on the cement, cracking the screen, and rendering the phone unusable. I was not able to view any data on the screen but got a claim initiated with instaprotek for repair. I needed my phone working, and took care of the repair as soon as possible. I was approved for the repair work but unfortunately, buried in the long list of their rules is apparently something stating that the work can't get done till after approval. What does it matter when the work the work got done, was i supposed to wait around with no phone until i heard back from them? The company is using this as an excuse not to pay for the screen and this is shoddy business practice on their part. Please do not give your hard earned money to this company, they will not come through for you.

  Business Response

  Date: 10/04/2023

  Hello ****,

  On behalf of InstaProtek, we understand your frustration and importance of having a working phone. Our product guarantee was specifically developed deal with cracked phone screens in a cost-effective manner. However, given the fact that our programs are backed by an insurer, it requires specific terms and conditions be followed by customers. That is why your claim was initially denied. I discussed your situation with our customer service team, and they have reversed their decision. Your claim is now approved. Let us know if you have any further questions.

  Sincerely,

  ***** High

  Customer Answer

  Date: 10/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold a liquid case and told that my screen would be protected for up to $200. I paid $100 for the protector 6/30/21 and registered my product. No where in the registration or at the time of sale did it ever say the product was good for a year. I cracked my screen 9/27/23 and went to file a claim and was then greeted with an "expired registration". I reached out via chat and was told there is nothing they can do and the protector could not be removed from my phone unless the screen was repaired.

  Business Response

  Date: 09/28/2023

  Hello Sharia,

  I understand your frustration. However, the Simple Liquid Glass screen protector packaging clearly states that the screen repair product guarantee is good for 12 months from time of purchase. The program terms and conditions specifically define the length of protection as well. That said, your claim request has been denied.

  Regards,

  ***** High

  Customer Answer

  Date: 09/28/2023

  the packaging that was sold through AT&T did not have a 12 month warning or I wouldnt have bought it. Why would I waste 100 dollars for a year when I can buy the screensavers that crack and can be replaced. 

• Initial Complaint

  Date:09/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this phone brand new Wednesday the 21st and the sales rep said that if I damage the phone within the first year insta protek would give me ***************************************************************************************************************************************** because I didn't register my phone the same day I brought it the agreement was invalid

• Initial Complaint

  Date:09/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company replaced my glass screen protector on 4/28/2023. The price was $238.99. I was told by insta protek that I would be fully reimbursed in 4-8weeks. I have heard nothing from them. Now September 9. I have called them twice and received no call back. Please call me for more information, if necessary.

  Business Response

  Date: 09/13/2023

  **************,

  After speaking with our customer service team, once they receive *********** receipt your reimbursement will be processed. A customer service team member will reach out to you within the next ***** hours. 

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought this product from the ******* store. No one told us we had to register in 30 days or that it was only good for a year. Our year is up in November of 2023. However because we weren't told to register in the first 30 days they are refusing provide their service. It's dishonest and a scam. Their product doesn't even work. I want a refund for the money I spent or I want the screen on my phone fixed and them to pay up to $200 like stated

  Business Response

  Date: 09/13/2023

   

  Upon further review, the claim denial is correct for the following reasons.

  PG program details (terms and conditions) are stated on product packaging.  The reason for claim denial is 1) registration occurred outside the 30-day registration period (product purchased Nov 1, 2022 and registered Sept 4).  2) The photo of the device upon registration was already cracked. Terms and conditions clearly state that the screen must be fully intact during registration. Please see terms and conditions below.

   

   

  Terms and Conditions
  
  Register your device protection: After purchasing and installing the Product on your Eligible
  Device, download the ********************** app from the Apple or ****** Play store, run the app and follow
  the instructions. You must register within 30 days from the products purchase date.The Eligible
  Device must be undamaged at the time the Product is applied.
  Physical damage incurred prior to application of the Product will not be covered. To qualify for the
  screen repair guarantee, your Eligible Device must be protected by the Product at the time of
  damage. This limited device protection is non-transferable and only applies to the original
  purchaser. The Product must have been purchased from an authorized dealer. Your receipt must
  clearly show the place of purchase, date of purchase and the Product purchased.
  If you successfully complete all of the registration steps, then you will receive a confirmation email,
  at your designated email address. If you do not receive a confirmation email, it is your
  responsibility to contact our *************** via the information listed on the Product packaging or
  App/Website to resolve this situation. Your Eligible Device will not be considered covered unless
  you have received a confirmation email.

  Customer Answer

  Date: 09/13/2023

  The screen was intact as the protector was put on by the representative. 

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed Claim on April 19, 2023 for reimbursement of Screen Replacement because their product failed. Was told claim was approved on 6/1/2023. Have been fed an endless stream of lies since as to when a check would be issued. See attached Snap shot of Email Chain.

  Business Response

  Date: 08/31/2023

  Hello *****,

  On behalf of InstaProtek, we apologize for any inconvenience in the delay of your claim reimbursement. I received an email today from our customer service team explaining that you requested to be reimbursed via paper check. Good news, your check has been printed and will be mailed tomorrow (Friday 9/1). It should arrive within 5-7. Let us know if you have any questions. 

  Sincerely,

  ***** High

  Customer Answer

  Date: 09/01/2023

  I have been told before that a check will be sent.  I will be satisfied when the check is in my hands, actually clears the bank and it is for the full amount of the claim.

  When the "supervisor" called, she said the reimbursement only covered the screen repair, not the cost to have a new screen protector applied.   Had their screen protector worked, there would have been no need to purchase another.

   

  Business Response

  Date: 09/05/2023

  Hello *****,

  I was able to confirm on Friday that your reimbursement check was mailed via ***** Given the Labor Day holiday on Monday, it could take until early next week before arriving. 

  Let us know if you have any questions.

  Thanks,

  ***************

  Customer Answer

  Date: 09/13/2023

  
  Better Business Bureau:
  

  I have received the check and it seems to have cleared.   The check, however, was as I suspected only for the amount of the repair.   It didn't include the Sales Tax or the amount of a the new screen protector that had to be applied.  Not to mention the Interest that I had to pay on my **** account because it took them so long to reimburse.

  I am accepting their response, however their business practices are very sketchy at best.   

  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:08/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  if I could give this company a -10 star I would. Im not sure they know what it means to satisfy the customer. I am so disgusted with the fact that I was lied to by this company. I filed a claim back in January/February time frame and was not able to get my phone into service until April. Before sending my phone in to get it serviced, we contacted them to make sure everything is ok with my claim and if i needed to make a new claim. They told us that it would be fine to use the same claim as they can only do one claim per warranty which is ridiculous since I didn't use it when I originally filed a claim. Anyways, after about 4 months, I called and emailed them and I was told that my file was being denied because the receipt showed more than 30 days after original claim. I talked with a supervisor and she told me that I wouldn't be reimbursed since it was more than 30 days from the claim although I was TOLD that it would be fine before taking my phone in to get it fixed. This place has to be a SCAM!!! I am so frustrated at them and would encourage everyone and anyone to run away from this company. They get your money by buying a product that really is worthless, promise to cover you just to make you wait half a year to tell you that you're not going to get reimbursed. I will do EVERYTHING I can to show others why they should NEVER trust this comany. The management say they are sorry for the inconvienence but will not try to help you. BUYER BEWARE, you are better off not trusting this company. I paid $325 to get my phone fixed with the promise of $250 reimbursed with them KNOWING my actual repair wasn't until after the 30 day period. I really believe they MUST fess up to their mess up and pay their promised reimbursement. I know one thing, I will NEVER buy from this company every again. I hope they appreciate the fact that they have lost a customer and I will do everything to make people think twice about becoming one of their customers.

  Business Response

  Date: 08/24/2023

  Hello ********,

  On behalf of InstaProtek, we apologize for any inconvenience the delay in receiving your claim reimbursement. After speaking with our customer service team, they shared that your claim reimbursement has been paid via PayPal on Tuesday August 22. Please let us know if you have any questions.

  Sincerely,

  ***** High

  Customer Answer

  Date: 08/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ref: Claim #************* To Whom it May ********* purchased my Liquid Glass Universal on 8/28/22. I registered the product on 8/30/22. On 7/14/2023 I submitted a claim and was approved for repair an hr later. I had 30 days to get the screen fixed but found out I had to pay for the repair upfront myself! Then I would receive reimbursement after I submitted the required information. On 7/31/2023 I was finally financially able to pay for the repair which ended up costing me $177.38! But i will only be reimbursed $100.00 of that money?!?! My claim appears to be a stuck in the reimbursement review phase. It states my receipt is being reviewed and they MAY need to contact the repair store for verification purposes. Ive spoke to the repair store numerous times and they said nobody has tried contacting them. I have numerous emails with ****** from InstaProtek and he keeps telling me the same thing, that he cant reach anyone. I have no problem contacting them, the store is located inside of ********* Funny how ****** seems to reach out when the business is closed. He sent me an email to me at 8pm the second time he claimed to try to reach them. I explained that they closed at 7pm and I asked ****** to call first thing in the morning. I hear NOTHING in response until I reach out again on 8/14/2023 myself asking why nothing has been done with my claim. His response to me was I was out from the office. He was out for 2 WEEKS? Come on! This has been going on for far too long stringing me along hoping I will just forget or just give up because of all this hassle. This is not ok and I want the entire amount I paid to have my screen fixed for this trouble and all this time wasted. I wont give up, Im a single mother and I desperately need this money back! Please help me to resolve this ASAP! Respectfully,************************

  Business Response

  Date: 08/22/2023

  Hello ******,

  On behalf of InstaProtek, we apologize for any inconvenience in the delay of your claim reimbursement. However, I was informed today that your $100 reimbursement was paid earlier today via PayPal. Please let us know if you have any additional questions or concerns.

  Again, sorry for any inconvenience this may have caused.

  Sincerely,

  ***** High

  Customer Answer

  Date: 08/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim #************* Claim started May 8th,2023 Their warranty is to pay the $99.00 for my replacement phone since their liquid screen protector failed. I have yet to receive my check. They keep saying they are preparing my check. They are also going to charge me ***** to write the check. I want my money

  Business Response

  Date: 08/11/2023

  Hello ********************,

  We are sorry for the delay in sending your reimbursement check. After speaking with our customer service team, your reimbursement check is being printed and shipped today via **** Priority Mail. It should arrive next week. We have also waived the $12.99 processing fee to assist with your inconvenience. 

  Again, we apologize for the delay.

  Sincerely,

  ***************

  Customer Answer

  Date: 08/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/29/2023, I purchased the Instaprotek liquid glass screen protector from ******** I registered my product with Instaprotek following all their guidelines, to be reimbursed $200 if their product broke-they would send a check to help cover repair costs. On 6/23/2023 I submitted a claim to InstaProtek as my screen broke that day. They approved the claim and I was to take it to a repair shop which I promptly did; after calling InstaProtek directly to make sure that I could use any Apple repair shop. I then submitted all required information for the validity check after the repair was complete. Per their email, I was supposed to hear back in **** business days while they were checking validity. I reached out via email after two weeks and got a response that my case would be highly prioritized. Another two weeks has passed and I reached out again via email and heard nothing back. I have seen the reviews of this company on BBB and they are completely shady. They should be shut down. They are not following through on their warranties for their screen protectors that dont even work, and the customer is suffering for it. This has been a huge headache and I would like to be reimbursed to help cover the cost of my screen repair which ended up being $375.75 total.

  Business Response

  Date: 08/01/2023

  Hello,

   

  Upon further conversation between our customer service team and ************, PayPal account details have been received on July 28th. The claim reimbursement for $200 will be sent on August 1st via PayPay. Please let us know if there are any questions or concerns.

  Thank you for your patience.

  Sincerely,

  ***** High

  Customer Answer

  Date: 08/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************